Global Business Analyst

As a Global Salesforce Business Analyst & Admin, your primary focus will be on enhancing and supporting Customer Service and Sales operations through the Salesforce Service Cloud and Sales/Life Science Cloud platforms. You will drive regional CRM initiatives and service process optimizations within Fresenius Kabi's global ecosystem, working collaboratively with stakeholders across Sales, Service, IT, Commercial Excellence, and Digital Transformation teams.

Your role will involve delivering hands-on support to end users, with a strong emphasis on driving adoption and effectiveness of Service Cloud and Sales/Life Science Cloud. Creating and maintaining targeted training materials and conducting service-oriented training sessions will be essential to ensure all stakeholders can efficiently utilize the tools and processes in place.

Beyond day-to-day operational support, you will contribute to the global OneCRM initiative—focusing specifically on the harmonization of customer service and sales processes. You will support the design, configuration, and rollout of OneCRM functionality related to Service Cloud and Sales/Life Science Cloud. Your contributions will be key in establishing a consistent, high-performing service experience across all regions and business units.

Your assignments

PULSE Program (OneCRM) Support

• Support the overall OneCRM transformation at Fresenius Kabi and build an entire new Commercial Ecosystem from scratch by:

• Help defining the wider Customer Engagement ecosystem within the Sales & Service streams

• Preparing workshops with the countries, in order to kickstart the localization phase
• Defining harmonized business processes across regions and business units with a focus on Sales Cloud, Life Science Cloud and Service Cloud
• Write Features & User Stories including potential solution design with a strong focus on Life Science Cloud and Service Cloud
• Configuring the OneCRM instances with a focus on Life Science Cloud and Service Cloud
• Support Trainings and Hypercare as part of the wider implementation phase
• Support with the configuration and set-up of the new Commercial Ecosystem

Operational Business Support

• Lead and support regional CRM initiatives and process optimizations surrounding the wider Customer Engagement ecosystem
• Developing training materials and providing training sessions to ensure that stakeholders understand and can effectively use new systems or processes.
• Deliver end-user support and drive CRM adoption to gain efficiencies wherever possible
• Data Management – keeping our CRMs clean and increase data quality (including tech debt reduction, data migration and cleaning)
• Support with Reporting & Analytics to allow us to take better data-driven decisions
• Close cross-functional collaboration with regional teams, IT and global digital transformation

Your profile

• At least 5 years of professional experience in Pharma/ Life Science industry, preferably in CRM focused and commercial-oriented roles
• At least 3 years of professional experience as a Salesforce Business Analyst and/or Admin
• University degree business administration, economics, or similar field, preferably MBA or PhD
• Profound project management and stakeholder management skills
• In depth, practical experience with JIRA and Confluence
• Salesforce Admin Certification is a must (additional Business Analyst, Sales & Service Cloud certifications preferred)
• Independent, process- and result-oriented way of working
• Excellent communication and presentation skills
• Fluency in the English language is required, any additional languages are an advantage
• Intercultural experience and willingness to travel internationally